2.03 Communicating

Directing includes interacting with employees and explaining how to perform work functions, solve problems, and achieve goals. Managers need to communicate plans and directions so employees have a clear understanding of what they should do. A good communicator understands how to move between communication styles and speak with individual employees in the way that suits them best.

Communicating also involves listening and discussing employees’ ideas. Managers need to be aware of how employees are responding to direction. They should be receptive to feedback and open to different options. Employees should be involved in open dialogue, not just told what to do. Let’s say Becca manages a team of salespeople and directs them to enter customer data into a company database. One of her staff members, Arlon, complains that the software they are using is inefficient. Becca needs to hear Arlon’s thoughts and talk about ways to resolve the issue. If Becca ignores Arlon or shuts him down, he probably won’t feel valued and won’t respect Becca as a leader.

It’s important for managers to communicate directly with individual employees, but it is also important for them to manage the department or organization’s communications as a whole. For instance, a manager might set up a weekly meeting or instruct all employees to send an email report at the end of each day.